Operations Administrator
2 weeks ago
We are seeking a highly organized and detail-oriented Operations Administrator to join our team at the Federation of Small Businesses (FSB). As an Operations Administrator, you will play a crucial role in supporting the Operations Manager in providing efficient, effective, and flexible support to the Contact Centre.
Key Responsibilities- Resource Planning & Management:
- Administer agent shifts and working times in the WFM system
- Analyze and monitor contact centre interaction volumes
- Schedule agent shifts, breaks, and lunches in line with agreed rotas
- Plan activities in shift schedules
- Conduct resource analysis regularly or at the request of the Contact Centre Manager/Contact Centre Team Managers
- Administer holiday, absence, and shift swap requests for all advisers and management
- Contact Centre System Admin:
- Utilize systems to comply with internal and external standards, including data protection, compliance, and OFCOM regulations
- Assist the Operations Manager in maintaining Contact Centre infrastructure, ensuring systems are fully operational for advisers and management
- Ensure call recording, dialling, IVR/inbound call delivery software are operational and configured correctly
- Proactively recommend improvements for the Contact Centre to continuously improve the operation of the department
- Assist with the planning and documentation of Contact Centre contingency and compliance
- Assist with the creation and maintenance of mapping all key Contact Centre processes
- Assist the Operations Manager to manage change projects within the Contact Centre and where applicable, manage smaller change projects within the Contact Centre
- CRM Admin:
- Complete CRM administration tasks in our current and future Salesforce systems, maintaining a high level of accuracy
- Perform basic analysis of CRM data to provide performance results and recommendations for improvement
- Provide administrative support to FSB Members, the Contact Centre, and FSB Field Sales within agreed SLAs and quality standards
- Support the Operations Manager with ad hoc administrative tasks to meet business demands
- Learn and support the development of Salesforce within FSB as the organization grows in its usage
- Adviser Technical Support:
- Have a full working knowledge of FSB partners who provide services on our behalf and ensure all updates and changes are understood
- Be able to work with all systems required in the Contact Centre
- Troubleshoot system issues and provide technical support to Contact Centre agents and managers, liaising with internal and external support parties when necessary
- Support other teams and departments within the FSB in line with business priorities where required
- Support the distribution and maintenance of MI and agent performance reports
- Educated to GCSE level
- Working with a variety of systems and therefore technically minded and eager to learn
- 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot
- Annual Flex Pot to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme, and discounted gym membership
- Health cash plan
- Critical illness and income protection insurance
- Enhanced Maternity and Paternity Pay
- Access to an employee assistance programme and mental health first aiders
- Group Personal Pension (GPP)
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Operations Administrator
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